BriefCase
BriefCase

Call Center Reporting Ba/sa(service Assurance Or Support Assistance) Job in Cirruslabs

Call Center Reporting Ba/sa(service Assurance Or Support Assistance)

Cirruslabs 4+ weeks ago
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Job Summary
  • Optimize customer experience by managing market call routing and invoking IVR messaging.
  • Configure and manage issues with Cisco VPN routers provide to member credit unions.
  • Manage communication between IVR vendor, IntervoiceBrite (IVB), NUI management, and project team.
  • Manage workforce scheduling of employees as well as call volume forecasting for the inbound and outbound ACD environments.
  • Create and distribute a monthly SEO report and lead ongoing efforts to improve organic rankings and establish inbound links.
  • Lead the effort to create and develop the program's YouTube channel to include tagging and writing descriptions for each video.
  • Provide customer support involving issues, problems and/or questions that stem from the online systems using CRM.
  • Ensure all duties are complete and accurate within the QA department.
  • Design marketing displays with Photoshop and InDesign for social media websites.
  • Use CMS to monitor agents and work with telecom to ensure proper routing.
  • Monitor and assist call center managers and agents with Avaya relate issues in all regions.
  • Collect data from an automatic call distribution (ACD) system to generate statistical reports.
  • Utilize Photoshop to resize and manipulate digital images for use in newsletters, articles and the digital resource library.
Experience Required :

5 to 8 Years

Vacancy :

2 - 4 Hires

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